Manager, Global Support (Central Time Zone) id-7978

May 6, 2025

At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.

We’re looking for an experienced Support Manager who will be responsible for our team aligned to the Central (Americas) timezone. In this role, you'll support our Global Support team, and report to the Senior Manager of Global Support.

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About You

As a Manager in the Global Support organization, you play a critical role in both the day-to-day excellence and long-term evolution of how we support our customers at Zapier. You'll lead and mentor a team of Individual Contributors (with future potential to manage Team Leads), ensuring the delivery of world-class support and a consistently positive customer experience. This role requires a strong focus on performance management, cross-functional collaboration, and strategic contributions that align with both departmental and company-wide goals. At the core, you bring a deep sense of customer centricity—consistently putting the customer’s needs at the center of your decisions and advocating for what’s best for them. You genuinely enjoy working with our users directly and aren’t afraid to jump in—whether it’s through hands-on support, or solving issues side by side with your team. You thrive on making things easier, faster, and more impactful for our customers every day.

You are not only accountable for results—but for shaping how we get there. You’ll apply a strategic mindset to how your team operates, continuously identifying opportunities to improve customer experience, influence process efficiency, and evolve Support’s role as a value driver across the business.

Your leadership approach should combine clear performance expectations with a growth-forward mindset—developing team members through regular coaching, supporting their long-term career progression, and highlighting and celebrating meaningful impact. You’ll hold space for your team to thrive, while consistently raising the bar.

Cross-functional collaboration is critical, and you’ll build strong relationships across Product, Sales, Engineering, and Support Operations to proactively unblock issues, raise insights, and ensure Support is delivering at a high level. You’ll also lead and support key departmental projects, and consistently bring forward new ideas that align with Zapier’s strategic bets and our vision for fast and accurate support.

Above all, you’ll be a visible and engaged leader—balancing team coaching, customer insight, and strategic execution to ensure your team is set up to deliver exceptional results.

Key Responsibilities

As a manager, your ability to adapt and allocate time effectively to different areas will be critical to your success and the success of your team.

Team performance: Leading and mentoring your team to provide exceptional support, with a focus on high performance and team member development. This includes coaching, performance tracking, conducting regular one-on-one sessions, and fostering a positive team culture.
Customer Connection: Spending a minimum of 2 hours in customer facing queues each week to maintain product knowledge and hear from customers directly, ensuring you stay connected to the customer experience.
Operational excellence: Ensuring smooth operations and collaborating with other teams (such as Support Operations and Engineering). This involves optimizing processes and making sure your team is appropriately trained and following best practices.
Evolving Support as a business operator/owner: Driving and overseeing support projects aligned with company goals and strategy, and evolving your team’s workflows as Support scales. This includes planning, coordination, and ensuring high-quality deliverables on strategic projects.
Company strategy and business awareness: Understanding the company’s strategy and how your team’s efforts contribute to the overall mission. Keeping your team aligned with company goals and providing relevant updates and guidance as business priorities evolve.
Communication, Collaboration & Change Management: Building strong relationships with stakeholders and promoting a “first team” approach to problem-solving. Hosting team meetings, encouraging feedback and participation, and effectively leading your team through change initiatives.
Leader accountability & growth: Set aside time to track your impact, seek feedback, and regularly reflect on how you’re showing up as a leader. Demonstrate follow-through on your goals and actively develop your leadership craft.
Diversity, Inclusion, Belonging and Equity (DIBE): Promoting a diverse and inclusive team culture. Ensuring equitable opportunities for all team members and actively fostering a sense of belonging on your team.
Interviews (ad hoc): Interviews should take up less than 5% of your total time. Given current hiring plans, interview blocks should not be baked into your week and instead prepare for possible future batches of interviews by working through priorities with your Manager.

Key Performance Indicators:

Team performance (directs and indirects)
Strategic impact & project execution
Customer experience & operational goals
Change leadership & team communication
Talent management & leadership accountability
Engagement and satisfaction
Hiring & capacity planning

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